Executive Escalation Lead

TripadvisorTravel experiences

This role is a remote position in the United Kingdom., Evening shift from 4:00 PM to Midnight (BST/GMT)Full-TimeLead

SalaryBase salary and annual bonuses

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Job Details

Experience: 5+ years in customer experience or operations, with at least 2–3 years specifically managing executive, legal, regulatory, or high-risk customer escalations.

Have 5+ years of experience in customer experience or operations.
Have at least 2–3 years managing executive, legal, regulatory, or high-risk customer escalations.
Bring a bachelor's degree in Business Administration, Communications, Legal Studies, or equivalent practical experience.
Demonstrate advanced conflict-resolution techniques, tactical empathy, and the ability to manage high-stress customer interactions.
Have experience delivering service by phone, email, live chat, and social media.
Be able to communicate clearly and professionally with C-level executives and high-value customers.
Use sound judgment to assess complex facts, corporate risk, and customer retention under pressure.
Be skilled at examining account data, identifying systemic operational breakdowns, and advocating for process improvements.
Work the evening shift from 4:00 PM to midnight (BST/GMT).

Own cases directed to C-suite leadership, direct account investigations, and oversee high-touch associate outreach.
Prepare executive briefings, case summaries, and proposed resolution frameworks for C-level leadership, Legal, PR, and Compliance.
Communicate with dissatisfied travelers by phone and in writing, using conflict-resolution techniques and policy exceptions.
Investigate account histories, system logs, and transaction records to resolve cases from intake to closure.
Apply authorized policy exceptions, issue appropriate refunds, credits, or concessions, and coordinate solutions within approved financial thresholds.
Guide and mentor Escalation Resolution Specialists on prioritization, complex problem-solving, de-escalation, and executive-level writing.
Partner with Legal, Compliance, Product, Logistics, and Executive leadership to resolve sensitive cases and mitigate corporate risk.
Document root causes, conduct post-incident audits, log systemic failures, and brief Knowledge Management and Service Excellence teams.
Monitor and report executive case volumes, Resolution Time SLAs, repeat failure trends, and post-escalation sentiment scores.

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